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Keywords: Service encounters
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Journal Articles
Green food packages’ effects on consumers’ pre- to post-consumption evaluations of restaurant curbside pickup service
Available to Purchase
International Journal of Contemporary Hospitality Management (2024) 36 (6): 2011–2034.
Published: 15 August 2023
... behavioral intentions after the recent purchase. Design/methodology/approach The service encounters framework and relevant literature guided the development of the questionnaire. A Qualtrics panel data of 314 valid questionnaires were collected and analyzed with choice experience, ordinary least squares...
Journal Articles
I can be myself: robots reduce social discomfort in hospitality service encounters
Available to Purchase
International Journal of Contemporary Hospitality Management (2024) 36 (6): 1798–1815.
Published: 04 July 2023
...Jingyu Liu; Lingxu Zhou; Yibei Li Purpose The purpose of this study is to evaluate service robots as an alternative service provider that can reduce customers’ social discomfort in hospitality service encounters. Specifically, the authors discuss when and in what scenarios service robots can...
Journal Articles
Children as customers in luxury hotels: What are Parisian hotel managers doing to create a memorable experience for children?
Available to Purchase
International Journal of Contemporary Hospitality Management (2020) 32 (5): 1813–1835.
Published: 16 April 2020
...Béchir Ben Lahouel; Nathalie Montargot This purpose of this study was to explore two key issues in experiential marketing from an organizational perspective: the management of “strategic experiential modules” and the management of “service encounters” specific to a memorable experience...
